Customer Experience Specialist

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September 16

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Smartcat

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Artificial Intelligence • SaaS • Translation Services

Smartcat is an innovative AI-powered platform specializing in translation and localization solutions for businesses seeking to communicate globally. The platform offers an array of services including AI translation, AI content generation, and seamless translation management workflows that combine both AI and human inputs. Its marketplace connects users to a vast network of over 500,000 linguists, providing flexibility and scalability in handling diverse linguistic needs. Trusted by entities such as the Fortune 1000, Smartcat significantly reduces translation costs and time while maintaining high-quality outputs. The platform's integration with multiple tools and its user-friendly interface support a wide range of content types, from documents to eCommerce sites, making multilingual communication efficient and accessible.

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

📋 Description

• Keep the CSAT above 96% • Ensure SLA goals are met (target > 95%) • Resolve customer requests in modern ticketing systems such as Zendesk and YouTrack • Engage with customers via tickets during respective shifts (average 50 tickets per week) • Take part in rotational on-call roster and help enterprise customers with critical issues during off-business hours • Brainstorm and troubleshoot complex issues • Develop and maintain documentation for the user's help center and internal usage • Escalate customer requests to other teams (product, infrastructure, DevOps, etc.) • Engage and collaborate with engineers, analysts, testers, product managers, Accounts management, and Sales

🎯 Requirements

• Must have or practice consistently the values of customer obsession, empathy, ownership, and openness • Excellent written and spoken English communication skills • Knowledge of and experience with a blend of Python scripting, APIs, HTTP request methods, XML, JSON, different types of file structures, Xpath and Regex expressions • Must be willing and able to work Middle Shift, 10am-7pm CST • Must have experience working with Zendesk and Slack • Must have experience working in a SaaS environment in a support role • Experience with localization and translation is a plus • Possess exceptional troubleshooting and problem-solving skills • Readiness to work in a highly intense startup environment requiring extreme focus, a strong sense of ownership, and persistence to breakthrough • Openness to constructive feedback and the opinions and ideas of others

🏖️ Benefits

• Fully remote team • On-call allowances as per the shifts • Training and help will be provided • Opportunity to work at a fast-growing Series C company • Inclusive and diverse culture